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Mobile and landline congestion in Melbourne??

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Level 2

Our 2 mobile phones are ‘congested’ as well as the landline. What does this mean? We live in the northern suburbs in Melbourne. Is anyone else experiencing this issue. The phone carrier is vodaphone but the account is with TPG. 

 

Thanks 🙂

7 REPLIES 7
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Moderator

Hi @MichelleVic ,

 

Welcome to the community!

 

Do you get specific error message with your mobile and landline? There is no known issue with our mobile and landline at the moment. We'd like to take this opportunity to get to the bottom of this, to better understand the situation.

 

Send us your account details (Username/Customer ID together with the address on file). In case you need a reference:

 

How do I private message (PM) in the community 

 

Regards,

Highlighted
Level 2

Thanks for the message.

 

I waited on hold for over one hour for a TPG tech help who then somehow managed to put a bar on my mobile phone! So now I can’t text or call or get incoming calls and landline is still ‘congested’ whatever that means, and isn’t working so I can’t call out or get calls. 

 

The message when when you try to call from an outside number is that the line is currently congested. Wi Fi internet is working fine.

 

On hold for an hour to get it sorted. Now told that the network needs to be ‘refreshed’ whatever that means, which will, apparently take hours.  Meanwhile there’s still a TPG bar on my mobile, and a message saying I haven’t paid my account. TPG tech has confirmed my account is paid each month in advance and currently no money outstanding yet TPG cannot remove the bar they have placed on me so no text or calls in or out still.

 

i can only assume there is some serious problem with the Vodafone/TPG network in Melbourne right now. It started last night at 5.30pm.

 

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Moderator

We understand your sentiments about this concern and we are sorry for the inconvenience @MichelleVic.

 

I was able to locate your account and have seen that the service is already working on the mobile phone and homephone.

 

May we also know if the other mobile is already working as of this time? As we are not able to confirm the service yesterday.

 

 

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Level 2

Thanks Moderator. I had a problem accessing mobile data today but managed to get that resolved.

 

All of this was a little bit exhausting because originally I was told it could take up to 3 days for the specialist team to solve the congestion issues on the landline and 2 mobiles. I had to spend hours on the phone to try and get an earlier resolution of the issues. 

 

Wait times for each device fix request were nearly 50 minutes just to access an operator! 

🐌 

Highlighted
Moderator

Hi @MichelleVic,

 

We understand how frustrating it is to be without a working service and we're sorry to hear that it's taking longer than expected for the issue to be resolved.
 

We've seen that you have been in contact with one of our Mobile Specialists and the issue has been raised for further investigation. Latest updates will be provided when it becomes available via SMS or Phone call. We apologise for any inconvenience.

 

Regards,

 

 

 

 

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Level 2

Thanks for your reply Moderator.

 

If TPG wants to improve its customer service, I respectfully recommend that TPG needs to increase the number of call centre staff and tech support available to Australian customers to reduce delays and backlog.

 

Waiting 2-3 days and spending over 4 hours in one day alone trying to get a resolution is unacceptable.

 

Please forward my feedback to Management.

 

Thanks.

 

regards,

Michelle

🐌

Highlighted
Moderator

We appreciate your feedback about this, @MichelleVic. We will be raising your feedback to our Management. This will help us improve our service.